HVAC Dispatcher

Position Summary

The HVAC Dispatcher is responsible for coordinating and scheduling daily service operations to ensure exceptional customer service and operational efficiency. This role serves as the communication link between customers, service technicians, and management, ensuring that every service call is prioritized, assigned, and completed effectively. The Dispatcher uses sound judgment, organizational skill, and attention to detail to maintain an efficient workflow and a positive customer experience.

Key Responsibilities

• Schedule, dispatch, and monitor daily service calls to ensure optimal technician utilization.
• Confirm customer appointments, communicate scheduling updates, and ensure set deadlines. Confirm all calls.
• Assign calls based on technician skill level, location, and workload.
• Manage the dispatch board in real-time to ensure accurate call progression and no open or unassigned calls.
• Communicate with customers regarding technician ETA, service status, and potential rescheduling.
• Maintain accurate call notes and ensure all customer communications are documented.
• Spot-check and verify call details to prevent scheduling or address errors.
• Coordinate with Customer Service Representatives to fill schedule gaps and ensure efficient call flow.
• Prioritize emergency and maintenance calls in accordance with company policy.
• Support after-hours and on-call operations as needed.
• Ensure all daily calls are completed, moved, or cancelled before the end of the shift.

Skills and Qualifications

• Proven experience in dispatching, scheduling, or service coordination (HVAC or similar industry preferred).
• Strong communication and customer service skills.
• Excellent organizational and time-management abilities.
• Proficiency in computer systems and dispatching software.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Sound judgment with problem-solving and decision-making capabilities.
• High attention to detail and accuracy in documentation.
• Flexible availability for varying shifts, including evenings or weekends as required.